Benidie Ochoa
Summary
Proactive and meticulous Reservations Supervisor with 15+ years of experience in the hotel industry. Demonstrated proficiencies in inventory control, sales, staff training, and development. Customer-oriented team player excelling at generating optimal satisfaction levels, building profits, and fostering client generation. Collaborative leaders partner with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
18
18
years of professional experience
Work History
Reservations Supervisor
St. Regis Al Mouj Muscat, Resort
2024.03 - Current
- Assisted the Reservations Manager in creating Foundations of Excellence to be implemented as an operational guide for the reservation's operation
- Trained the reservations team in handling calls, several scenarios were created
- Assisted the Reservations Manager in creating the reservation roster
- Trained new hosts (new joiners without Marriott background) on the procedure in Marriott, a system used, and disciplines when working
- Reservations were recognized by the Opening trainers operationally prepared to handle calls in establishing emotional rapport with the guests - tested through shop calls.
- Handled reservations and answered questions from interested patrons for a busy 250-room hotel.
Reservations Supervisor
Aloft Hotel Muscat
2023.03 - 2024.03
- Assisted in setting up the rate codes in OPERA by updating the correct market segment
- STR updating
- Inventory reconciliation of MARSHA and OPERA
- Was able to create a manual spreadsheet of guest arrival before having the OPERA system setup
- Smooth system update in all reservations ensuring no missed detail on billing instructions, saving the backup, putting traces and alerts in OPERA
- Was able to respond to booking.com queries and was able to manage to achieve the score of the ideal 100% response time
- In charge of encoding group reservations, updating cashier comments,and routing
- Supervisor of the third quarter of 2023.
- Coordinated with sales teams to maximize group bookings, increasing overall revenue generation potential.
- Reduced wait times by optimizing scheduling and staffing levels during peak periods.
- Maintained up-to-date knowledge of industry trends, adjusting strategies as needed to remain competitive within the market.
Cluster Reservations Supervisor
Sharq Village, a Ritz-Carlton Hotel
2022.08 - 2023.01
- Schedule Team Roster
- Attends meetings at each property
- Review daily reservations made yesterday, arrival for the current day, the next day, and the day after
- Cross-check possible duplicate bookings and coordinate with either guest or travel agent if both rooms are needed, or a room needs to be canceled
- Answers call for the three properties on guest inquiries, bookings, cancellations, and modifications of the reservation.
- Handled reservations and answered questions from interested patrons for three busy hotels.
- Developed training materials to help new hires quickly become proficient in company policies and procedures.
- Assisted in the development of promotional packages, driving revenue growth within the department.
- Reduced wait times by optimizing scheduling and staffing levels during peak periods.
- Ensured compliance with relevant privacy regulations when handling sensitive guest information during reservation process.
- Mentored team members to enhance their customer service skills, resulting in improved guest feedback.
- Coordinated with sales teams to maximize group bookings, increasing overall revenue generation potential.
Reservations Supervisor
The Ritz Carlton Turks and Caicos
2021.08 - 2022.07
- Converted an inquiry to a confirmed reservation worth US$700,000 in revenue
- Was mentioned in TripAdvisor
- Received several guest commendations
- Nominee for the Five Star Supervisor first quarter of 2022.
- Improved customer satisfaction by efficiently managing reservations and addressing guest concerns.
- Mentored team members to enhance their customer service skills, resulting in improved guest feedback.
- Maintained up-to-date knowledge of industry trends, adjusting strategies as needed to remain competitive within the market.
- Reduced wait times by optimizing scheduling and staffing levels during peak periods.
- Conducted performance evaluations for staff, identifying areas of improvement and providing constructive feedback.
- Increased efficiency by implementing standardized procedures for handling common reservation scenarios encountered by staff members daily routine.
- Streamlined reservation processes for increased accuracy and reduced booking errors.
Reservations Agent
Al Bustan Palace Muscat Oman (A Ritz-Carlton Hotel)
2018.07 - 2021.06
- Was able to sell during the soft opening three Executive suites with a total sale of OMR 30,000 in revenue on BAR
- Was able to sell the Grand Presidential Suite for ten nights at a non-negotiable rate and two Deluxe Rooms with a total revenue of OMR 32,000.
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Developed rapport with guests through personalized interactions, fostering loyalty and encouraging repeat business.
Executive Reservations Services Coordinator
The Ritz Carlton DIFC
2016.01 - 2018.01
- Increased corporate reservations by 10% with the help of the corporate sales manager by visiting company bookers & strengthening business relationships
- ERS team was one of the most structured teams in reservations with total commitment to complying with the reservation scorecard monthly with 100% compliance
- Achieved the monthly upselling target by contributing 25% of the upsell percentage from 8 agents in the FIT segment
- ERS average shop call remains 100% compliance from 2016 to 2018
- Won the five-star awards as supervisor of the quarter 2nd quarter of 2016
- Presented by the segment's contribution during the reservation day
- Assisted revenue manager in uploading rate by 10% from his rate loading task
- Gave sound recommendations to my team that applied within the company to a better position, and they were able to prove their track record
- Submitted LIONSHARE best practice in creating a reservation welcome kit for new joiners and was approved.
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
Reservations Supervisor
The Ritz Carlton DIFC
2015.01 - 2015.12
- Increased up-selling to its maximum limit per agent, with an upsell incentive of AED 2000.00
- Increased the team participation in collecting quality preferences from an average of 25 to 50 quality preferences per agent, one smile, and engagement per agent
- I increased the number of guest incidents recorded by 25%
- Recognized as the top Reservations office in the Middle East for 2015 with an average of 100% shop call for 12 months
- Five Star Award Supervisor for the 2nd quarter of 2015.
- Improved customer satisfaction by efficiently managing reservations and addressing guest concerns.
- Mentored team members to enhance their customer service skills, resulting in improved guest feedback.
- Maintained up-to-date knowledge of industry trends, adjusting strategies as needed to remain competitive within the market.
- Reduced wait times by optimizing scheduling and staffing levels during peak periods.
- Conducted performance evaluations for staff, identifying areas of improvement and providing constructive feedback.
Executive Reservations Services Agent
The Ritz Carlton DIFC
2014.02 - 2014.12
- Was awarded a 100% brand standard audit
- Was nominated for the five-star awards.
- Increased customer satisfaction with personalized follow-up strategies.
- Conducted regular performance reviews with team members to identify areas for development.
FIT Reservations Agent
The Ritz Carlton DIFC
2012.09 - 2014.01
- Was nominated for the five-star awards.
- Handled reservations and answered questions from interested patrons for a busy 365-room hotel.
Cluster Reservation Sales Agent
Riyadh Marriott Hotel
2010.09 - 2012.08
- Awarded a 100% shop call throughout the last quarter of 2011 to the last working day
- Implemented a tracking sheet for airport transfer
- Implemented a shared folder for backup files between finance, reservation, and the front office.
- Enhanced teamwork, collaborating closely with colleagues to ensure smooth operations and optimal guest experiences.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Maintained high-quality service standards by swiftly resolving guest issues and addressing special requests.
- Developed strong product knowledge about hotel offerings, amenities, local attractions, enabling personalized recommendations based on guest preferences.
- Demonstrated adaptability in learning new technologies, quickly mastering reservation software updates as needed for continued success in the role.
- Minimized cancellations by proactively addressing potential concerns during the reservation process and reinforcing the value of booked service packages.
- Ensured timely responses to guest inquiries via phone, email, or online chat platforms, providing exceptional customer service throughout each interaction.
Global Reservation Sales Agent
Intercontinental Hotels Group
2007.02 - 2010.08
- Handles calls from Canada, and North America
- Certified reservations agent handling on-property calls for specific hotel brands within the US.
- Utilized analytical skills to track performance metrics related to call volume, conversion rates, and guest satisfaction scores for continuous improvement efforts.
- Demonstrated adaptability in learning new technologies, quickly mastering reservation software updates as needed for continued success in the role.
- Answered incoming phone calls and developed a friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed and closed reservation calls to increase bookings by maintaining a strong knowledge of resort products, services, and facilities.
Education
Bachelor of Science - Biology
Far Eastern University
Sampaloc Manila Philippines01.2001
Skills
- Marsha
- Opera
- CTAC
- Oscar Hospitality Software
- Windows
- MS-Office
- Policy Enforcement
- Staff Training and Development
- Customer Engagement
- Call Control
- Schedule Maintenance
- Upselling proficiency
Attributes
- Excellent communication, listening and interpersonal skills.
- Attentive, able to exercise self-control and sensitive to the emotions and needs of others.
- Team Player; capable of interacting with people of various backgrounds, goals, and age groups.
- Able to work efficiently under pressure and tolerate stress.
Training
- CBT Training in MARSHA ( Marriott Hotel Reservation System) - Online Training
- Holidex Training (IHG Reservation System) - Classroom Training
- IRIS Web-Based Reservation System of IHG - Online Training
- VCRO(Virtual Central Reservation Office) Certification - Online Training
- Hotel Indigo Certification - Online Training
- Holiday Inn Club Vacation Training - Online Training
- UKCRO Hotel Sales Training for IHG Brands - Classroom Training
- IHG Reservations Sales Training - Classroom Training
- Crowne Plaza Certification - Classroom Training
- High Performance Pricing - Online Training
- Handling Inappropriate Guest Request - Online Training
- Three Steps of Service - Classroom Training
Timeline
Reservations Supervisor
St. Regis Al Mouj Muscat, Resort
2024.03 - Current
Reservations Supervisor
Aloft Hotel Muscat
2023.03 - 2024.03
Cluster Reservations Supervisor
Sharq Village, a Ritz-Carlton Hotel
2022.08 - 2023.01
Reservations Supervisor
The Ritz Carlton Turks and Caicos
2021.08 - 2022.07
Reservations Agent
Al Bustan Palace Muscat Oman (A Ritz-Carlton Hotel)
2018.07 - 2021.06
Executive Reservations Services Coordinator
The Ritz Carlton DIFC
2016.01 - 2018.01
Reservations Supervisor
The Ritz Carlton DIFC
2015.01 - 2015.12
Executive Reservations Services Agent
The Ritz Carlton DIFC
2014.02 - 2014.12
FIT Reservations Agent
The Ritz Carlton DIFC
2012.09 - 2014.01
Cluster Reservation Sales Agent
Riyadh Marriott Hotel
2010.09 - 2012.08
Global Reservation Sales Agent
Intercontinental Hotels Group
2007.02 - 2010.08
Bachelor of Science - Biology
Far Eastern University
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